Client Experience Associate at Strathmore University

JOB PURPOSE:

Carry out program management, class administration, and coordination in liaison with the Head of Client Experience while building and cultivating sustainable key relationships with participants during the program.

MAIN DUTIES AND RESPONSIBILITIES:

• Program Logistics and Class Management: Plan and coordinate all logistics as pertains to programs and class management when the programs are in session,
• Application Process Management: Timely processing of all applications, invoices and admission letters for the respective programs.
• Program scheduling: Be in charge of scheduling, booking of rooms and conference facilities that will be used for the programs by participants
• Quality Assurance: Work closely with quality assurance department to ensure program standards are maintained in file preparation, faculty evaluation and feedback analysis.
• Internal Business Partnering: Work closely with support departments like finance, cafeteria, marketing, coaching and other service providers to ensure program logistics are put in place before the programs are run.
• Program opening and closing sessions: Invite Management committee members e.g.  Executive Dean, Deputy Executive Dean / EE Director to the official opening /closing sessions. Attend program welcome & closing sessions, give program norms and facilitate the graduation ceremonies.
• Faculty relations: Follow up faculty confirmations, contracts, class attendance, faculty payments, logistics for international faculty e.g. flights, local transfers & accommodation. 
• Program materials: Work with academic directors to ensure faculty submit program materials in good time.
• Faculty & Program review meetings: Organize faculty and program review meetings before and after the program.
• Guest Management: Send invitation letters to the selected guest speakers and follow up on their confirmation and attendance while ensuring their logistics is well managed i.e. Parking reservations, hosting facilities, gifts and thank you letters
• Lead Generation: Identify and follow up on sales leads and referrals from participants in ongoing programs, aimed at generating more business opportunities for growth. Such leads should be forwarded to the respective Business development managers for follow up.
• Client Relationship Management: Continually devise ways to increase customer experience and deepen participant relationships to maintain lasting client and partner relationships.
• Alumni relations and internal networking activities: Drive and organize alumni networking events in collaboration with the SBS Alumni Relations Office such as cocktails and breakfast events in collaboration with business development program managers and alumni office to constantly seek opportunities for repeat business.
• Strategic marketing activities: Carry out logistical activities relating to EE marketing activities and events, both internal and external.
• Debt Management: Check debt position and liaise with the respective Business Development Program manager prior to dispatch of program materials and class attendance. A sale is only complete after collection.
• Internal management reports: Report and discuss activity schedules and plans, submit management reports on coordination activities to the coordination team leader as per agreed timelines.
• Client Reports: Prepare and submit progress reports for clients for on- going and concluded projects 

JOB REQUIREMENTS

The post holder will be required to have and to demonstrate evidence of the following qualifications, attributes, and skills:

• A minimum of a Bachelor’s Degree in a business-related field.
• At least three years’ experience in an administrative support role preferably with experience of student administration or equivalent experience working in a busy office in an administrative role.
• Proven time management and organisational skills, delivering work with a high degree of accuracy and attention to detail with minimal supervision.
• Effective written and oral communication skills and the ability to positively discuss and negotiate with clients, members of the business community and University staff in the provision of professional quality client service.

Deadline: Wednesday, 5th February 2025.